Director, Professional Services
- Cvent
- 8 - 13 years
- Noida, Gurugram
- 2 months ago
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Job Description
Leadership Team Management:
- o Lead and develop a high-performing Professional Services team, fostering a culture of excellence, accountability, and continuous improvement
- o Provide coaching, mentorship, and career development to professional services leaders and project managers
- o Hire, onboard, and retain top talent to support our expanding client base and service offerings
- o Define clear roles, responsibilities, and performance metrics for the Professional Services team
Client Delivery Success:
- o Oversee the successful delivery of project implementations, and post-implementation services for clients
- o Drive the adoption of the companys SaaS solution and ensure projects are completed on time, within budget, and to the highest standards
- o Establish and refine best practices for delivery methodologies, including project management, technical support, and training processes
- o Manage the relationship with key clients, ensuring a high level of satisfaction and engagement
- o Act as an escalation point for complex client issues and collaborate with other teams to resolve challenges quickly
Strategic Planning Process Improvement:
- o Collaborate with internal teams (sales, Account management, product, and customer success) to shape the company s service offerings and roadmap
- o Identify opportunities for service automation, process efficiency, and innovation to improve service delivery and scalability
- o Ensure the development and maintenance of scalable tools and resources to support successful project delivery
- o Analyze service performance data to identify trends and implement proactive solutions to enhance client experiences
Financial Management:
- o Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively
- o Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction
- o Drive a client-first approach while balancing operational and financial goals
Customer Advocacy Collaboration:
- o Act as a trusted advisor to clients, leveraging deep product knowledge and industry insights to help them achieve their desired outcomes
- o Build strong, lasting relationships with senior stakeholders at client organizations
- o Collaborate with the sales and customer success teams to identify opportunities for account expansion and cross-selling services
Reporting Metrics:
- o Develop and manage key performance indicators (KPIs) for the Professional Services team, including customer satisfaction, project timelines, and service quality
- o Regularly report on the status of project implementations, resource utilization, and team performance to the executive leadership team
Key Skills Competencies Leadership Team Management:
- o Strong people management skills, with a proven experience of managing diversified teams/verticals globally, and also to lead, and develop high-performance teams
- o Excellent coaching and mentoring abilities to nurture talent and enhance team capabilities
- o Ability to inspire and motivate teams toward a common goal, fostering a collaborative environment
Project Program Management:
- o Expertise in managing large-scale, complex implementations with a focus on SaaS solutions
- o Ability to lead multiple simultaneous projects while ensuring high standards of execution with proven ROI
- o Proficient in project management methodologies (Agile, Waterfall, etc) and tools (Wrike, Jira, Asana, Trello,etc)
- o Skilled in managing scope, timelines, budgets, and customer expectations
Client Relationship Management:
- o Exceptional interpersonal skills and the ability to build strong relationships with clients and stakeholders
- o Strong negotiation and conflict resolution skills, with the ability to balance client demands and business needs
- o Excellent written and verbal communication skills for clear and concise client presentations and internal communications
SaaS Expertise Technical Acumen:
- o Deep understanding of SaaS solutions, cloud technology, and enterprise software deployments
- o Ability to translate technical features and capabilities into business outcomes for clients
- o Strong understanding of technical implementation challenges and how to address them effectively
Financial Resource Management:
- o Experience with budgeting, forecasting, and managing professional services financials
- o Ability to optimize resource allocation while meeting client needs and internal goals
- Process Improvement Innovation: o Proven track record of improving and scaling service delivery processes through digital transformation initiatives
- o Knowledge of continuous improvement methodologies (AI, ML, RPA) is a plus
- o Strong analytical skills to assess performance, identify gaps, and drive innovation o Develop and manage the Professional Services budget, ensuring that resources are allocated efficiently and effectively
- o Monitor and improve the profitability of service delivery engagements while maintaining high client satisfaction
- o Drive a client-first approach while balancing operational and financial goals
Heres What You Need:
- Bachelor s degree in Business, Information Technology, or a related field (or equivalent experience)
- 8+ years of experience in professional services, with at least 5 years in a leadership position
- Proven track record in leading SaaS implementations and customer success initiatives
- Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment
- PMP, ITIL, or other relevant certifications are a plus
- Strong understanding of SaaS business models and subscription-based services
- Additional Skills (Nice to Have): Advanced degree (MBA or relevant technical master s degree) Experience in a specific vertical or industry (eg, healthcare, finance, etc) is a plus
- Familiarity with emerging technologies such as AI, machine learning, or data analytics
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: CventLocation(s): Noida, Gurugram+ View Contact
Keyskills: Automation PMP Team management Project management Consulting Agile Healthcare JIRA Information technology Technical support
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Cvent
Cvent, Inc. (www.cvent.com) is the world's leading provider of cloud-based software for meetings and event management. Our platform of products includes software to manage and facilitate online event registration, meeting site selection, event management, e-mail marketing and web surveys. We also ...
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